Programming Internal SMDR

Select the Internal SMDR Options

When the Path Reporting for Internal ACD2 Calls option in the SMDR Options form ( ) is set to Yes:

• path reporting for internal calls resembles the path reporting of external calls.

• the Dialed Digits field contains the path and skill group reporting numbers that show a given ADC2 call's progression through the path.

• the Requeue (R), Interflow (I), Unavailable (U) flags and the Third Party field of the SMDR record are filled in as appropriate for the call.

When an incoming internal call is submitted to a remote agent:

• the remote agent's group number appears in the Internal SMDR record's Path Reporting string, whether or not the remote agent answers the call.

• the Duration of Call and Time to Answer fields (of the Internal SMDR record responsible for Path Reporting) are filled in as if the call had not been answered, whether or not the remote agent answers the call.

• the call is transferred to the remote agent on an outgoing trunk creating an external log that details the final outcome of the call.

When a Requeue occurs as the result of a remote agent Auto-Logout, the Requeue information does not appear in the Internal SMDR record responsible for Path Reporting on the Distributor PBX.

When Account Code Reporting for Internal Calls and Report Account Codes parameters in the SMDR Options form ( ) are set to Yes:

• Verified and/or Non-verified Account Codes can be reported in Internal SMDR logs.

• a new SMDR record is generated each time an Account Code is entered during a call.

• the party that enters the Account Code is identified in the SMDR record.

• Default Account Codes do not appear in Internal SMDR logs.

• the first Verified/Non-verified Account Code entered is the active Account Code.

• the SMDR record reports the previously active Account Code in the Call Completion field of the SMDR record:

• a " C" in the Call Completion field indicates the caller entered the Account Code.

• an "R" in the Call Completion field indicates the receiver entered the Account Code.

• the newly entered Account Code is now the active Account Code.